Overview
Our partner is a billion-dollar-backed outsourced contact center and back-office service provider that aims to deliver high-quality customer engagement to their clients.
Like almost all traditional contact center models, they aren’t designed to effectively manage seasonality and call volatility while maintaining costs.
Challenge
Our partner needed a cost-effective and reliable solution to help them support a TV programming client needing direct response support and inbound sales.
These inquiries from TV ads would typically ramp up in the early morning, afternoons, and overnight.
Solution
By providing experienced sales agents who could step in immediately, we boosted the sales performance of our partner and, in turn, their client.
Our AI-matching technology identified a qualified pool of agents with contact center inbound sales experience from our 70,000+ US-based agent population.
Implementation
In the first 30 days, we paved the way for a transparent and collaborative implementation process to precisely align our solution with our partner’s requirements.
Results
Our solution provided our partner with incredible ROI soon after launch.
We achieved a 30% increase in conversion rates within the first two weeks of launching.
We were able to reliably staff each interval our partner needed, which led to them increasing our hours of coverage due to the high performance of our agents.